january, 2021

19jan1:30 PMAsk the Experts! Panel Discussion - Innovating and Disrupting the Customer Experience1:30 PM Moderator: Michael Truett, Head of Operations - Customer Success and Experience, Newsela. Professor - Customer Experience and Navigating Change, Rutgers University Panelists Include: Katherine Lucas, Head of Client Experience and Alpha Platform Marketing, State Street
James Walker, Senior Vice President, Restaurants, Nathan’s Famous
Chris Vetrano, Head Of Customer Experience, LBS, Lyft
Theresa Scheuble, Design Director, Johnson & Johnson
Amy Aragones, Senior Director, Customer and User Experience, GE Digital

Event Details

Recent research shows that last year 75% of companies said their top objective for the year was improving customer experience. But how much time do you spend on improving customer experience compared to defending the businesses’ core, expanding those current products/services and transformative growth? Let’s talk about how to spend more time on Innovating and disrupting the customer experience to achieve your growth objectives and seize new opportunities.

Key Take-Aways:

  • Real-world examples of innovation and disruption in the CX space
  • Insight into how much time it takes to become a customer-obsessed company
  • Best practices to align CX with your day-to-day business processes, including alignment with overall business goals, use of the new tools, and employee satisfaction

Time

(Tuesday) 1:30 PM

Moderator

Michael Truett, Head of Operations - Customer Success and Experience, Newsela. Professor - Customer Experience and Navigating Change, Rutgers University

Speaker Link

Panelist

Katherine Lucas, Head of Client Experience and Alpha Platform Marketing, State Street

Speaker Link

Panelist

James Walker, Senior Vice President, Restaurants, Nathan’s Famous

Speaker Link

Panelist

Chris Vetrano, Head of Customer Experience, LBS Lyft

Speaker Link

Panelist

Theresa Scheuble, Design Director, Johnson & Johnson

Speaker Link

Panelist

Amy Aragones, Senior Director, Customer and User Experience, GE Digital

Speaker Link

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